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E1 line, 271
E-CRM, 280
800 network, long-distance charges and, 129
800 telephone lines
profitability of, for telcos, 129
savings in charges for, 22
80/20 law, 109, 281
advertising via, 74
application at Nokia, 172
automated response process, 230, 271
as CRM tool, 206
defined, 271
as response category, 101
for technical support, 55
workforce management cycle and, 73
workforce management systems and, 67
Emergency situations, coping with, 119–120
Employee environment
empowerment and, 113–114
optimization and, 112–115
recognition and, 113–114
response to employee needs, 114–115
training and, 113–114
Employees
absenteeism and, 63
categorical knowledge of, 116
environment of. See Employee environment
managing telecommuting, 92–93
motivating, 138–139
as primary assets, 117, 117–118
rising staff costs, 63
training issues, 139–140. See also Training
turnover among, 62–63, 114–115
See also Customer service representatives; Human resources; Staff
Employment law, compliance with, 80
Energy company, case study about, 173
Enterprise application integration (EAI) game plan, 235
Enterprise level, CTI implementation at, 38
Erlang, A. K., 98
Erlang B, 271
Erlang C, 95–96, 98, 102, 271
Escalation rules, 175
Ethernet, 25, 271
European Union, Working Time Directive in, 72
Event code, 271
Event-driven campaigns, 281
Exact transaction analysis, 227
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